From an internal help desk to a full multi-channel contact center, contact center applications are beginning to be deployed with Microsoft Lync. Last month I wrote here that Lync was only slowly ...

Supervisors gain access to real-time dashboards that provide a complete view of team performance. Critical metrics such as call handling times, customer engagement levels, call outcomes, and quality ...

Customer preferences are constantly shifting with the evolving landscape of technology. Customers now expect interactions with companies across diverse communication channels, including phone, chat, ...